Revdex.com:I am rejecting this response because: the damaged duct work resulted from incorrect installation of the drain pipeI am not willing to negotiate regarding the repair of the in-take duct workI will accept the refund of $for the fee charged on 07/07.
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr. [redacted],We are sorry that we were unable to get the defrost sensor scheduled to be replaced back in May of 2015. It appears in our system there was a scheduling conflict where we could never get it scheduled with you, so when you called in on January 12th stating your unit wasn't working...
you were made aware of the $89 complete system evaluation for our technician to come out during the call taking process. Now after becoming aware of your concern only through your Revdex.com complaint previously posted we understand the situation and your concern. Please contact our office to discuss the resolution that we be to your satisfaction. [redacted]
[redacted]I apologize for lack of communication from our team & will look into that, and for the billing statements being sent out to you in regards to the remaining balance on your account from the rebate that has still not been processed. If you would kindly sign and return...
the rebate form to our office we can get that rebate processed, and get that balance removed from your account. You are only eligible to receive the rebate once. As soon as our office receives the rebate form signed by you we can get that processed for you. I have CC: the person who handles rebates in our office [redacted] on this response, so if there are any further questions he will be able to assist you. Thank you.
The balance due to a rebate as you previously stated in your complaint has been removed from your account. As mentioned previously in response to a Revdex.com complaint you had submitted, please call our office and request to speak with a Team Leader to get your concern resolved in a timely manner.
[redacted]We are sorry to see your dissatisfaction come to our attention through a Revdex.com complaint. We are available 24/7! You can always call our office and speak with a team leader if you ever have a concern. However, after reviewing your complaint. We want to begin by addressing the installation...
of the HVAC and ductwork that occurred 9/2016 and was approved by the building department on 12/29/16. The system functioned as installed & designed for 4 months before there was ever any concern that arose from the damaged ductwork. As stated on our agreement with you for the HVAC and ductwork; Mid-Fla Heating and Air will not be responsible for "#4.) Service or repairs required to correct failures or malfunctions that are not causes by manufacturing defects, such as damage or malfunctions resulting from water, storm, earthquake, theft, riot, misuse or abuse." and "#16.) Duct work under houses or mobile homes not warrantied on the structural materials." Therefore the ductwork concerns you are mentioning are excluded from our labor warranty coverage. Our technician; [redacted], is a maintenance technician within our organization. He doesn't typically perform service and troubleshooting calls but was dispatched to your home on 7/7/17 only because your wife was insistent; even though, this is not his area of expertise. Travis is one of our team leaders who is not always available at his desk but keeps in close contact with our team to assist them as needed throughout their day. He walked into our office that day and overheard your phone call. Wasting no time; he contacted [redacted] who was onsite to gather an understanding of the circumstances so [redacted] could better assist you. We are displeased with the documentation our technician placed on his invoice for you. To resolve your concern, we would like to refund the $89 diagnostic fee from when [redacted] was out on 7/7/17 and will work with you on the originally proposed investment of $498. Please reply this is acceptable and we can discuss the corrective actions needed to fix the return ductwork that has collapsed and is currently temporarily fixed per your request.
Revdex.com:I am rejecting this response because: the damaged duct work resulted from incorrect installation of the drain pipeI am not willing to negotiate regarding the repair of the in-take duct workI will accept the refund of $for the fee charged on 07/07.
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr. [redacted],We are sorry that we were unable to get the defrost sensor scheduled to be replaced back in May of 2015. It appears in our system there was a scheduling conflict where we could never get it scheduled with you, so when you called in on January 12th stating your unit wasn't working...
you were made aware of the $89 complete system evaluation for our technician to come out during the call taking process. Now after becoming aware of your concern only through your Revdex.com complaint previously posted we understand the situation and your concern. Please contact our office to discuss the resolution that we be to your satisfaction. [redacted]
[redacted]I apologize for lack of communication from our team & will look into that, and for the billing statements being sent out to you in regards to the remaining balance on your account from the rebate that has still not been processed. If you would kindly sign and return...
the rebate form to our office we can get that rebate processed, and get that balance removed from your account. You are only eligible to receive the rebate once. As soon as our office receives the rebate form signed by you we can get that processed for you. I have CC: the person who handles rebates in our office [redacted] on this response, so if there are any further questions he will be able to assist you. Thank you.
The balance due to a rebate as you previously stated in your complaint has been removed from your account. As mentioned previously in response to a Revdex.com complaint you had submitted, please call our office and request to speak with a Team Leader to get your concern resolved in a timely manner.
[redacted]We are sorry to see your dissatisfaction come to our attention through a Revdex.com complaint. We are available 24/7! You can always call our office and speak with a team leader if you ever have a concern. However, after reviewing your complaint. We want to begin by addressing the installation...
of the HVAC and ductwork that occurred 9/2016 and was approved by the building department on 12/29/16. The system functioned as installed & designed for 4 months before there was ever any concern that arose from the damaged ductwork. As stated on our agreement with you for the HVAC and ductwork; Mid-Fla Heating and Air will not be responsible for "#4.) Service or repairs required to correct failures or malfunctions that are not causes by manufacturing defects, such as damage or malfunctions resulting from water, storm, earthquake, theft, riot, misuse or abuse." and "#16.) Duct work under houses or mobile homes not warrantied on the structural materials." Therefore the ductwork concerns you are mentioning are excluded from our labor warranty coverage. Our technician; [redacted], is a maintenance technician within our organization. He doesn't typically perform service and troubleshooting calls but was dispatched to your home on 7/7/17 only because your wife was insistent; even though, this is not his area of expertise. Travis is one of our team leaders who is not always available at his desk but keeps in close contact with our team to assist them as needed throughout their day. He walked into our office that day and overheard your phone call. Wasting no time; he contacted [redacted] who was onsite to gather an understanding of the circumstances so [redacted] could better assist you. We are displeased with the documentation our technician placed on his invoice for you. To resolve your concern, we would like to refund the $89 diagnostic fee from when [redacted] was out on 7/7/17 and will work with you on the originally proposed investment of $498. Please reply this is acceptable and we can discuss the corrective actions needed to fix the return ductwork that has collapsed and is currently temporarily fixed per your request.